We purchases a spa from Paddock for nearly $20,000. The salespeople and the set up people were actually very good. However, their warranty support is HORRIBLE. Within less than 1 year, a part of theirs broke which flooded the area the spa sat in. Though they fixed the $1.29 part, the entire system suffered water damage. They told us Sundance had denied the claim for the remaining water damaged parts.
After calling to get proof Sundance denied the claim, it took nearly a week for the warranty person, Amber Henndon, to return our call. When she told us again it was denied, I asked for a statement from Sundance saying the denied the claim so my home warranty company could cover it. She sent us an email she had signed. I then asked our home warranty to cover the claim.
They contancted Sundance who said the claim had never been denied or even filed, but that if Paddock actually filed the claim, they would cover it since it was their part that had broken. I left another several messages for both Amber and her manager. 5 days later, my call was returned by Amber who said she had never filed the claim because she knew they wouldn't cover it.
I then told her I needed her to actually take the 5 minutes of her time to file the claim letting them know the damage had been caused by their broken part. Nearly a week later, I received a letter, this time from Sundance, saying they denied the claim. When I asked for a copy of what she had field, it took another 48 hours and I got a handwritten statement that said nothing about their broken part causing the damage.
So now we are stuck. Our home warranty company will cover the claim if Sundance will relinquish the warranty, Sundance cannot relinquish the warranty because Paddock has still not filed a legitimate claim. I know it is too late for us but WHATEVER YOU DO, DO NOT BUY A SPA FROM PADDOCK!!!
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